Digital Customer Experience Manager
2 weeks ago
Experience the art of unifying customer experiences with our innovative Software as a Service platform.
Our platform empowers organisations to connect with customers across various touchpoints, resulting in efficiency, value and ROI.
The Opportunity:
This role is reporting to the Director of Customer Experience & Support.
Key Responsibilities:
- Team leadership: Manage a team of technical writers, video production and a community moderator to drive company objectives.
- Business analysis:
- Review existing processes and identify opportunities for improvement.
- Analyse data and create reports using tools like Google Analytics and Gainsight.
- Document project plans and scope of works.
- Facilitate meetings and workshops.
- Keep records.
- Communicate recommendations to all key stakeholders.
- Conduct research and market analysis, competitor analysis.
- What You'll Need to Bring:
- Proven work experience of at least 6 years in technical content and community development.
- Strong leadership and team management experience is required.
- Ability to track relevant community engagement metrics.
- Ability to deliver creative content (text, image and video).
- Ability to grasp future trends in digital technologies and act proactively.
- Excellent verbal communication skills and technical writing skills.
- Excellent project and time management skills.
- Positive attitude, detail orientation and customer focus with good multitasking and organisational ability.
What's In It for You?
A competitive remuneration package, growth and career development potential, hybrid work environment, entry into an international brand and a fast paced dynamic working environment.
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